Relief Care Agency

The provider had systems in place to help protect people from the risk of infection. Staff were provided with personal protective equipment. Staff had received training in infection prevention and control.

People's care needs, wishes and preferences were assessed before they started using the service. Their care plans contained detailed guidance for staff on how they should ensure people's needs were sensitively and effectively met.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests and the policies and systems in the service supported this practice. People's relatives gave positive feedback about the support their family members received from staff.

Staff respected people's choices, including those relevant to protected characteristics, for example, due to disability, cultural or religious preferences. The provider had ensured people were supported by staff who were familiar with their cultural and language needs and preferences.

Staff members had received training to ensure they were provided with the knowledge they required to meet people's needs. All new staff received an induction before they started to support people. The provider had a system in place to ensure training was refreshed annually or as required. Staff received regular supervision from the registered manager to support them in their care practice.

People's nutritional support needs were met. People's care plans included guidance and information for staff on their preferences in relation to meal preparation and preferences.

There was a process in place to report, monitor and learn from accidents and incidents. The service was relatively new and there had been no incidents at the time of our inspection. However, the provider had procedures in place to ensure incidents and accidents were managed and reported effectively.

The provider had systems in place to monitor and assess the quality of the care and support provided to people. Policies and procedures which reflected current best practice were in place to underpin this.